Galeta
Head of Customer Experience
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If, after reading the role description below, you’d like to apply, please send your CV and a cover letter to hiring+hce@galeta.co.uk explaining why this role and why now. We’re far more interested in clarity of thought, ambition and judgement than perfectly polished applications. No agencies, please.
About Us
Galeta is one of London's leading artisan wholesale bakeries. Over 15 years we've grown from a market stall to a business supplying more than a thousand cafes, restaurants, hotels and food businesses across London and the South East, every day of the week. We're in a strong period of growth with serious ambition for what comes next, and customer experience sits right at the heart of it.
Our customers order daily, our product is perishable, and our delivery windows are unforgiving. When it works, it's invisible. When it doesn't, someone needs to fix it fast and make the customer feel looked after. That's where you come in.
About the role
You will own the customer experience function end to end, leading a team of four and running a genuine seven day a week operation from our Farringdon office. This is a hands-on leadership role. You will be in the detail daily: response times, order accuracy, delivery failures, credits, complaints, and the thousand small moments that decide whether a customer stays for years or quietly drifts away.
Your team is the first voice a customer hears when something goes wrong and the reason a new customer becomes a regular one. You will set the standard, hold it, and raise it.
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What you'll be doing
- Lead, develop and grow a team of four customer experience specialists covering seven days a week, owning the rota, early starts and weekend rotation alongside them
- Own the full customer journey from first order to long-term account health across more than a thousand active wholesale customers
- Set and enforce service standards: response times, first-contact resolution, order accuracy follow-up, credit turnaround and complaint closure
- Build the reporting that tells us the truth. Service KPIs, complaint root causes, credit trends and customer health, presented weekly to the leadership team
- Work daily with production, dispatch and logistics to resolve issues at source rather than repeatedly apologising for the same failure
- Own escalations personally. When a key account is unhappy, you are on the phone or on site the same day
- Drive retention. Spot at-risk accounts early, understand why customers leave, and fix the causes
- Recruit, train and performance-manage the team as the business grows, building a function that scales with us
Who you are
- A proven customer service leader with an outstanding track record of delivering exceptional service in a fast-paced, operational environment
- Experienced in managing and growing teams, with the ability to develop people while holding a high bar
- Direct and resilient. You chase things until they are done, you don't accept excuses, and you enforce pace across departments without needing permission
- Meticulous. You notice the wrong invoice, the missed call back and the credit that never got processed
- A fantastic communicator, equally credible calming an angry customer at 7am and challenging a department head at 4pm
- Comfortable with early starts, weekend working and the rhythm of a business that never fully stops
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We would find it extremely valuable if you have run, or played a leading part in, the digital transformation of a customer experience function. Galeta is investing in the systems that sit behind great service, and experience of introducing or upgrading CRM and order management platforms, building self-serve options for customers, automating routine contact and turning service data into decisions would let you shape that journey here rather than inherit someone else's
Desirable
- Experience in food, hospitality, FMCG or another perishable, time-critical product environment
- Experience with high-volume B2B account bases rather than consumer-only service
- Familiarity with order management and CRM systems, and confidence using data to run a team
What we offer
- Salary of £60,000 to £70,000 depending on experience
- Discretionary performance bonus linked to service and retention KPIs
- Genuine ownership of the customer experience agenda in a founder-led business on a serious growth journey
- The opportunity to build and shape a function that sits at the heart of the company's plans
- Staff discount
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